Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht, we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to care and provide excellent assistance to our customers and dealers of well-known Mercedes-Benz Group AG brands like Mercedes-Benz, AMG, Maybach and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars and vans during our opening hours. For our customers we are the most important connection to the Mercedes-Benz brand.

The function

As a member of our Workforce management team, you will play a big role in a successful business management. By providing forecasted volumes, handling times and shrinkages, you advise operational leaders and supporting departments on capacity strategy to achieve business SLAs, KPI's and industry performance commitments. You will continually analyze performance from recent history trends, communicating with operational leaders to coordinate staffing adjustments.

You will join a Workforce management team consisting of real time management, planning and forecasting specialists supporting European countries on customer support and RoadSide Assistance.

Workforce management ensures our customer has the right person with the right skills in the right place at the right time, with the goal to improve:

• Customer experience
• Operational efficiency
• Employee satisfaction

You are responsible to ensure resource planning is sufficient to meet service-level targets and performance goals. You proactively identify risks and it's impact and support in defining action plans or decision making.

Daily steering and coordination to ensure planned resources and offered transactions are in line with set targets. Deviations are managed to minimize the impact for our customers and employees.

What is your role and what are your tasks?

• Development, monitoring and improvement of the forecasting models for contact volumes, capacity-related parameters, required staffing volumes and the number of workstations for all operations projects.
• Delivery of forecasts for the required staffing volumes, based on forecasts provided by customers.
• Analyzing budget implications of deviations in the actual performance figures.
• Performing analyses of operational and non-operational data and information proactively and on request.
• Create reports for indicating trends in order to support operational teams and/or WFM team.
• Analyzing operational data in order to improve the forecast and the forecast methodology.
• Translate results of analysis into improvement proposals and understandable information for management.

Requirements

Who are you?

• MBO level, depending on the relevant work experience.
• experience with data and analytics.
• Preferably experience within WFM in a Customer service environment.
• You balance the strategic and the tactical. You understand how small details add up to the big picture and can put individual decisions in the context of their impact on the broader team.
• You love using data to paint a complete picture. You know what numbers are and are not telling you in a given situation, and you can translate that distinction for maximum impact. You design reporting that highlights what is needed and relevant.
• You are experienced in developing cross-functional relationships. You have built bridges between your function and others. You understand the goals and challenges of a team that is not your own while still getting results.
• You are naturally curious. If you see unusual behavior, you do not understand you are motivated to understand, what it is, what it means, and how it might impact the future.

We offer

What do we offer?

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.

We work hybrid. This means that we combine working at the office and home.

The salary range is between €3300 and €4600 gross per month for this position depending on experience.

Furthermore, health insurance at a discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

The procedure

Does this role fit your expectations for a new challenge? Then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

The application deadline ends on 11.02.2024.

For data privacy reasons we can only accept applications via the mentioned application process